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Common Troubleshooting Advice
Are
you experiencing difficulty with the learning plan completion
date?
Turn-off your
pop-up blockers when using ELC
because they interfere with
server communication. This can jeopardize
your course completion tracking.
Browser Check:
http://browser.skillport.com/bh/default.asp
Pop Ups:
http://support.skillsoft.com/customer/popup2.htm
Optimizing Your Browser:
http://support.skillsoft.com/customer/trustedsitesSS.htm
Symptom: Can not login to ELC – Browser hangs up?
To fix it do
the following:
Upgrade your
Flash player to the latest version.
Follow this link for the fast, free download:
http://www.macromedia.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash
When
playing Breeze presentations from ELC-
–
after
completing all quiz questions, make sure you end the session by
clicking on the X in the upper right hand corner of your browser
window.
I.T.
Support, Additional Frequently Asked Questions
Symptom: Can not login to ELC – Browser "hangs"
up?
To fix it do the
following:
To
ensure that your ELC activity is being tracked properly
Sometimes, especially after you receive a new laptop/desktop, your
e-learning will not track course completions correctly in ELC. We have
determined the fix and we need all of you with new laptops/desktops
to do the following two procedures to enable the tracking.
1) Add *.breezecentral.com to your Trusted Sites List.
HOW TO -
Open Internet Explorer
Select " Tools"
then "Internet Options"
Select the " Security"
Tab.
Select the " Trusted
Sites” icon, then click "Sites".
Enter
"*.breezecentral.com"
in the Add this Web site to the zone. Click "Add".
2) Re-Install the Macromedia Flash Player
HOW TO -
Go to
http://www.macromedia.com.
On the top menu bar Click on "Downloads"
Click on " Macromedia
Flash Player"
On the Macromedia Flash
Page, click on " Install"
and follow the instructions.
After completing these two steps, your
tracking will be working properly. To check, see if a learning object
you have looked at (after completing these steps) shows up in your My
Report area. If it has a quiz or test, it should be listed under
COMPLETED if you passed the test; if it does not have a test or you did
not pass the test, it should be listed under STARTED.
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What should I do if my course “hangs” when
I try to play or launch it?
You should adjust your security settings. To do this follow these steps
from within your Internet Explorer browser menu: Tools > Internet Options > Security Tab > Highlight
Trusted Sites > Click Sites > Add skillport.com (Remove check mark from "Require Server Verification" >
Click OK. With Trusted Sites still highlighted > Click Default Level > Ensure the level is set to "Low".
If this does not resolve your issue, contact your local Help Desk or SkillSoft Technical Support:
From the United States and Canada:
Phone: 1-866 SKIL-HELP (866-754-5435) or
From elsewhere in the Americas:
Dial direct 1-506 462-6612
E-mail: support@skillsoft.com
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What should I do if I am not getting into the
new ELC site when I click on the Emerson Learning Connection link/ logo from
ProcessWorld?
You should adjust your security settings. To do this follow these steps from
within your Internet Explorer browser menu: Tools > Internet Options > Security Tab > Highlight Trusted Sites
> Click Sites > Add skillport.com (Remove check mark from "Require Server Verification" > Click OK. With Trusted
Sites still highlighted > Click Default Level > Ensure the level is set to "Low".
If this does not resolve your issue, contact your local Help Desk or SkillSoft Technical Support:
From the United States and Canada:
Phone: 1-866 SKIL-HELP (866-754-5435) or
From elsewhere in the Americas:
Dial direct 1-506 462-6612
E-mail: support@skillsoft.com
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What should I do if I receive a dialog box message
stating that my progress is not being recorded?
If a user has JRE version 5 installed on
their system and attempt to launch on of the custom PlantWeb courses
from the SkillPort site, they will see a message similar to what is seen
in the screenshots below. Under these conditions the courses are also
very unresponsive and slow.
The ideal solution would be to disable the JRE for
Internet Explorer by unchecking the Use JRE 1.5.x_xx for <applet>
[requires restart]. From Internet Options -> Advanced tab
If the MicrosoftVM is installed on the system you should see “Microsoft
VM” listed below the Java (Sun) option as seen above.
SkillSoft recommends enabling the logging and console options for
Microsoft VM in the event that additional troubleshooting is required.
After these changes have been made exit all open browser windows so the
java configuration changes are finalized. These settings can be reverted
at any time.
If Microsoft VM does not appear in this list, the Microsoft VM will need
to be installed on the desktop.
http://www1.skillsoft.com/jvm.exe
If a user would prefer to revert to an older version of Sun’s JRE,
rather than using the Microsoft VM, older versions of the JRE are
available from http://java.sun.com/products/archive . I would recommend
installing J2RE 1.4.1_02 for the player that is being used for these
courses.
If this does not resolve your issue, contact your local Help Desk or SkillSoft Technical Support:
From the United States and Canada:
Phone: 1-866 SKIL-HELP (866-754-5435) or
From elsewhere in the Americas:
Dial direct 1-506 462-6612
E-mail: support@skillsoft.com
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What should I do if I receive a “Page cannot be displayed”
error when I am trying to access the Emerson Learning Connection from SalesWorld?
You should adjust your security settings. To do this follow these steps from
within your Internet Explorer browser menu: Tools > Internet Options > Security Tab > Highlight Trusted Sites
> Click Sites > Add skillport.com (Remove check mark from "Require Server Verification" > Click OK. With
Trusted Sites still highlighted > Click Default Level > Ensure the level is set to "Low".
If this does not resolve your issue, contact your local Help Desk or SkillSoft Technical Support:
From the United States and Canada:
Phone: 1-866 SKIL-HELP (866-754-5435) or
From elsewhere in the Americas:
Dial direct 1-506 462-6612
E-mail: support@skillsoft.com
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Users login to SalesWorld, they click on the ELC icon and their browser hangs.
They are unable to get to the ELC/SkillPort site.
Basically these users do not have a JVM or JRE installed on their system as a default image for XP systems. They can install either of the following Java plug-ins to resolve the problem:
http://www1.skillsoft.com/jvm.exe
http://java.sun.com/products/archive/j2se/1.4.1_02/
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I can't seem to get
webcasts to play. Why?
- The most common problem is your media player may need updated. You
should download, and install, the latest Windows Media Player at
http://www.microsoft.com/windows/windowsmedia/players.aspx
- Another possible problem has to do with the proxy server (the server
used to access the internet) may not allow streaming media. It may
require some configuration changes. I recommend that you talk to your
local IT support person.
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At times
I am unable to reach http://www.emersonlearningconnection and/or sometimes
I reach it and then I have intermittant problems playing the webcasts. Why?
Remote users: I always recommend using your
local ISP (internet service provider) in lieu of the Emerson network or
VPN (virtual private network) if possible. Emerson Learning Connection is
hosted for us outside the Emerson Network. It is accessible from any internet
connection anywhere. You do not have to be connected to the Emerson
network to access ELC. Sometimes using the Emerson Network (using VPN) to
reach the internet is a bottleneck.
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I only have a
modem connection to the internet. Can I still play webcasts?
To play webcasts successfully you need a broadband
(high speed) connection to the internet. However, many other types of ELC
content will play via a modem connection (32 kb/sec or greater). Emerson
Learning Connection is hosted for us outside the Emerson Network. It is
accessible from any internet connection anywhere. Try going to your local
library or other internet cafe to play the webcasts.
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I can't seem to
get anything to open in ELC. The "loading" message is all I seem to get. What's
wrong?
When you first log into ELC you are sometimes
prompted with dialog boxes that ask if you "Trust SkillSoft" or if you approve
of SkillSoft Player downloads. You must answer YES to any and all dialog
boxes regarding SkillSoft and its players.
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What is eLearning?
Why is the company using eLearning?
Everyone knows that sales training programs
are often deferred when budgets are tightened. Also, resource crunches can
make it difficult to find the manpower to develop the right sales training
programs. As the complexities of our sales lives increase, many sales professionals
are looking to spend more quality time with the customer in a consultative
role. This requires access to the latest knowledge just prior to that call.
eLearning is a self-help method of gaining knowledge and information, when
you want it, to allow you to project that consultative, knowledgeable
image.
The Emerson Learning Connection an eLearning
tool designed to ensure that you get the critical product
and services and sales training to help you meet your short-
and long-range sales objectives.
Emerson Learning Connection Provides:
-
New product training closer to product development
cycle
-
New sales training on cross-divisional products
-
New selling strategies against the competition
-
Sales professionals with access to every training
programs in every Emerson Process Management division
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How is Emerson
Learning Connection different from Plant Web University?
PlantWeb University is an interactive marketing
tool designed for customers. It’s goal is to demonstrate the benefits of
PlantWeb architecture and PlantWeb products and services. PlantWeb University
helps customers become more familiar with how PlantWeb can improve performance
reduce costs.
While it is required for sales and marketing
personnel to use and become very familiar with the PlantWeb University application,
Emerson Learning Connection is the training tool that provides sales
and marketing professionals with the education they need to sell PlantWeb
solutions to their customers.
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Does this replace
the classroom training programs I currently participate in?
Because eLearning is only one tool for delivering
sales training, it will never completely replace the hands-on experience
of classroom training. eLearning enhances the formal training
delivered in our classroom environments.
The Emerson Learning Connection gives you added
flexibility by offering you a different tool ¾ delivering knowledge when
you want it. By working across the Emerson Process Management
organization, for the first time, you will have access to training from
every division, helping you position our products, solutions, and services
for better consultative selling.
When you need knowledge quickly, Emerson Learning
Connection is a powerful new way to provide you with the skills and tools
needed for successfully achieving your sales objectives.
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I prefer going to our
traditional classroom training programs. Why should I use the Emerson Learning
Connection?
Classroom training programs are excellent tools
for delivering information when face-to -face interaction is essential.
The difficulty with this type of knowledge delivery is that it is scheduled
to suit the availability of the training resource. It’s usually not scheduled
with your needs in mind.
It might help to view classroom training like
a bank, and the eLearning platform like an ATM. A bank offers many different
services like applying for a mortgage, refinancing your home, or getting
an auto loan. But you would probably not stand in line to interact with
a bank teller just to withdraw money. You would probably use an ATM. ATMs
are easy to use, are available when you want them, and can
be accessed almost anywhere in the world, 24/7/365.
eLearning doesn’t replace what classroom training
can provide, but provides convenient, targeted knowledge when you
want it. By leveraging today’s technology to give you the knowledge you
need, learning is more convenient, more accessible and more valuable, 24/7/365.
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Who decides what eLearning
modules are available?
Over time, each division will determine what
they want to post as eLearning content.
Currently there are over 200 learning modules
available on Emerson Learning Connection. The topics range from specific
product training, to urgent information on strategic company direction.
Courses for PlantWeb products and services are also available.
Each division will continue to post courses
for new products, services, solutions and sales initiatives.
Emerson Process Management is committed to ensuring
that eLearning courses continually meet the changing needs of our sales
organizations. Feedback from users will help ensure that you get the training
programs you need.
As the Emerson Learning Connection gains momentum,
we’ll be asking users to provide feedback about the overall program. We
encourage you to comment on the specific kinds of learning topics you like
and want to see developed so the program continues to meet your needs.
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Is the course content
as good, or as in-depth as classroom training?
Emerson Process Management divisions are developing
the content, but will partner with third-party developers to ensure enough
resources to meet the demand for new courses. Professionals with adult education
and instructional design skills develop all eLearning modules. Additionally,
some courses contain hands-on exercises or labs where students can try out
the new technology. The overall goal is to ensure that all courses are geared
toward helping you know your products (especially new products), and helping
you improve your sales success.
Additionally, Emerson Learning Connection includes
training courses developed by sales consultants in order to help sales enhance
their skills and meet their sales objectives.
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If we use eLearning,
won’t we lose the ability to collaborate and share ideas?
One of the exciting things about this eLearning
platform is its use of technology to provide the essential interaction that
is a part of any successful training program.
The Emerson Learning Connection provides the
ability to contact peers through collaborative features such as online chat.
This provides valuable interaction between instructor and participant, and
between participants. Plus, the added convenience of participating from
any location means the eLearning platform provides even more opportunities
for collaboration.
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My schedule
is crammed as it is. When will I find the time to use the Emerson Learning
Connection?
One of the advantages to using eLearning is
the ability to fit it in to your own schedule. Content is modularized so
that wherever you have access to the public
Internet, you can complete all or part of a training module. Personal learning
tracks can be completed in small pieces, or all at once.
Additionally, by being proactive about improving
your product knowledge and your selling skills, you may find you spend less
time looking for the latest product and service information and are able
to better communicate these benefits to your customer in order to close
the sale.
There is widespread management support for the
Emerson Learning Connection. Sales management is accountable for your participation
and is committed to providing each of you with the time you need to complete
training programs that will improve success. Additionally, the convenience
of eLearning may mean that previously unproductive working hours are now
opportunities to complete a learning module.
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What if my
system doesn’t support accessing the Internet? My connection is really slow.
Some locations struggle with the issue of performance
and bandwidth. The eLearning platform we’ve selected provides a variety
of learning tools with different bandwidth requirements. Not all content
requires extensive web resources to run effectively. As more content is
developed and shared, Emerson Process Management will monitor what formats
work well in low bandwidth situations and will share this information with
the divisions. Most courses are designed to run effectively on 28k dial-up
telephone lines. (This is the sort of low-grade line you normally get while
"on the road.")
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Who can I call
if I need help or have questions?
For other questions about the Emerson Learning
Connection, feel free to contact eLearning@emersonprocess.com. or you can
call the eLearning hotline at 1-866-882-9779.
Your local help desk will support you with any
technical questions you might have.
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How do
I find out more or get started?
Visit the Emerson Learning Connection web page
and register today!
www.emersonlearningconnection.com
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Are there more
courses available than the ones I can currently see?
Yes, ELC has the new ELC offers Emerson-specific
courses as well as IT-related courses, Business Skills courses, training
simulations, industry information, and much more. Contact us for more
information on these courses.
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Why am I not seeing all of my PlantWeb
Operational Benefits content as “Completed” in the MyReport view?
All of the PlantWeb Operational Benefits courses, with the
exception of the eTests will only show as “launched” courses. There is an internal reporting
process that equates these launches to “completions”. The tests do track all the appropriate
scoring details.
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Why does the report posted for PlantWeb
Operational Benefits not show any progress from June 7 through 14th?
There was no activity during the week of June 7th through the 14th
due to the migration from the former ELC platform to the new one; therefore there were no records
to update.
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Why do I not show as a “Graduate” of the
PlantWeb Operational Benefits?
We are currently working on merging the PWO course completion records
from the former ELC site (MySmartForce) to make sure the reports are accurate. There may be a slight
delay as we work through this.
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Have comments or questions about Emerson
Learning Connection?
email us at elearning@emersonprocess.com
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